RESICAP is the leading vertically integrated solution for institutional owners of single-family residential assets in the United States. Our services include asset acquisition and valuation, renovation and maintenance (ResiPro), new home construction (ResiBuilt), and property management (WRIPM). We operate in 34 states and 59 markets and have over 900 employees nationwide. 
 
Why work at RESICAP? We're a company known for our innovative, adaptable, and energetic culture and we're constantly looking for employees who challenge the status quo. We were ranked #15 on the Entrepreneur 360 list, #12 on Qualified Remodeler's Top 500, and #1 for ACG's fastest-growing company in Georgia. We've also caught the attention of the AJC which named our company one of Atlanta’s Top Workplaces for two years in a row - 2018 and 2019! Join us and discover the RESICAP difference!


Maintenance Operations Manager
The Maintenance Operations Manager is involved in receiving, scheduling and management of maintenance requests with vendors, residents and supporting field Maintenance Management teams.

Responsibilities:
  • Responsible for ensuring the entire life cycle of maintenance requests for occupied and vacant single-family homes are completed timely and effectively through a team of employees.
     
  • The Maintenance Operations Manager is accountable for the day-to-day employee management of the Maintenance Coordinator team to ensure team goals are met, motivate employees, and to provide recognition, coaching, counseling, training, and problem-solving oversight to the team.
     
  • Monitor and manage response times, resident experience and the overall productivity and efficiency of Maintenance Coordinators
  • First point of contact for escalations that cannot or are not being resolved by the maintenance coordinators
     
  • Works with Director of Maintenance and Service Operations to ensure all escalated issues are researched and resolved in a timely manner
     
  • Provides daily direction and communication to Maintenance Coordinators to ensure resident calls are handled in a timely, efficient, and knowledgeable manner ensuring Key Performance Indicator (KPI) goals are met
     
  • Performs ongoing training of team on newly developed process and procedures. Educates and promotes property repair best practices
     
  • Point of escalation for after hours emergency requests if on call after hours Maintenance Coordinator is unable or unavailable to resolve the request
     
  • Creates and maintains daily, weekly and monthly metrics for the department and team
     
  • Analyzes key metrics, daily and weekly reports, and performance indicators to identify areas of focus and necessary improvements
Job Requirements:
  • Demonstrate strong capability to manage a team. This involves coaching, encouraging and managing the resource in meeting their goals and company goals

  • Has a thorough and detailed understanding of processes and is able to coach team to follow existing processes

  • Ability to represent the company to residents, vendors and team in a courteous and professional manner

  • Uses analytical and critical thinking for incoming inquiries to identify root causes of issues and make recommendations for resolution

  • Excellent verbal and written communication skills

  • Experience responding to customer emails

  • High level of accuracy and attention to detail

  • Strong problem-solving skills and data analysis abilities

  • Able to prioritize and multi-task in a fast-paced environment

  • Adaptable to feedback and requested changes

  • Excellent interpersonal skills, genuinely friendly and approachable

  • Strong customer service skills

  • Able to work a flexible shift and hours including weekends

  • Professional appearance

  • Honest, ethical and handles things in confidential manner

  • Proficient with MS Office, Outlook and Internet applications

  • Bilingual is a plus

  • 4-year college degree or equivalent relevant experience

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